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- Meet your customers where they are. Learn to configure WhatsApp, SMS, live chat, and custom channels in Dynamics 365 Contact Center — all routing into a single unified workspace.
After completing this module, you'll be able to:
- Identify available channel types and the common provisioning pattern for enabling channels
- Configure digital messaging channels including WhatsApp and SMS
- Configure and embed the live chat widget with pre-chat surveys and custom context passing
- Extend the chat experience using the Live Chat SDK, authentication, and mobile SDKs
- Configure a custom messaging channel using the Messaging API
- Learn how to provision the voice channel with Teams Phone, choose a PSTN connectivity option, configure voice queues and workstreams, set up inbound and outbound calling, integrate with an IVR system, and use voice analytics in Dynamics 365 Contact Center.
After completing this module, you'll be able to:
- Provision Teams Phone for the voice channel, create resource accounts, and choose a PSTN connectivity option
- Configure voice workstreams with recording, transcription, real-time translation, transfer settings, and routing rules
- Create voice queues with assignment rules and overflow handling
- Set up outbound and inbound calling profiles and assign personal phone numbers to service representatives
- Integrate a non-Microsoft IVR system with the voice channel using Teams Direct Routing
- Use voice analytics dashboards, conversation intelligence, and real-time monitoring tools
- Optimize your Dynamics 365 Contact Center deployment by configuring advanced channel settings that improve representative efficiency, customer experience, and operational visibility.
After completing this module, you will be able to:
- Configure automatic conversation closure, consult and transfer settings, context variables, custom presences, and automatic customer identification
- Create message templates, automated messages, and configure sensitive data masking
- Configure the timeline control and extend it with custom connectors
- Describe the Channel Integration Framework architecture and identify when to use it for third-party telephony integration
- Configure customer feedback surveys using Copilot Studio for voice and digital channels
- Transform your contact center's first impression. Learn to build intelligent voice agents in Dynamics 365 Contact Center that resolve issues before a human ever picks up, using AI orchestration, context-aware handoffs, multilingual support, and compliant call recording.
After completing this module, you're able to:
- Compare classic orchestration and generative AI orchestration, and select the appropriate model for a given voice agent scenario.
- Manage variables and configure SIP UUI headers to pass context data to representatives and external systems.
- Configure DTMF input patterns, speech recognition timeouts, and external speech grammars for voice agents.
- Deploy a single multilingual voice agent supporting multiple languages in a voice workstream.
- Configure call recording and transcription settings that comply with legal consent requirements and data handling best practices.
